Customer Success Story
nTelos Wireless
nTelos Wireless Connects with Its
Growing Customer Base Across
Phone and Web
Wireless for the People and More Customer Engagement Channels
nTelos Wireless strives to inspire customer loyalty by connecting with each customer to deliver the
hundreds of thousands, making multichannel customer service consistently satisfying and seamless
Snapshot
takes a dedicated effort, but the customer and community-centric company has made this important
Organization: nTelos Wireless
best value and experience, no matter what channel the customer prefers. With a customer base in the
investment because they believe in the value of care as a business differentiator.
Customer Since: 2014
As a major wireless communications services provider, the phone is undeniably a primary channel
for nTelos customer care. But many times for customers, due to time or location, it is simply not
convenient to call and speak to someone. Therefore, nTelos proactively led the charge in creating more
Location: United States
Website: www.ntelos.com
Industry: Telecommunications
customer convenience by putting answers to common customer service questions, as well as other
channels of communication, online at support.ntelos.com.
24/7 Customer Access to Information
Prior to launching the brand’s online support portal, nTelos customers could use the brand‘s online My Account feature for common actions
including signing up for auto pay, viewing their bill and making changes to their rate plan. But to get information about other common
questions such as activating replacement phones, payment arrangements or billing questions (which Microsoft Dynamics CRM analytics
showed made up about 38% of nTelos’ support questions), customers needed to call to speak with a customer care representative. With Microsoft Dynamics CRM and its case management system already in place, nTelos selected Parature, from Microsoft, to expand its
customer care offering on the web with a multichannel support portal
anchored by Microsoft Dynamics CRM’s case management system
and Parature’s self-service knowledgebase. Already knowing what
customer questions made up most of their FAQ calls, nTelos started
by putting the answers to these questions online. Within just a few
months as its customer base continued to grow, the company saw its
average of 200,000 customer care calls per month drop to an average
of 160,000. nTelos Wireless’ customer care staff could directly attribute
“We’ve been enabled to provide our customers
a better service, while saving more than 160,000
USD every month.”
— Peter Friedenberg, Project Manager
this to the addition of Parature’s self-service knowledgebase, as well
For more complex questions, customers also have the online ability
as the Microsoft Dynamics CRM and AlfaPeople ITSM structure and
to submit a case, and on the service desk side, nTelos customer
visibility of call categories, all working together in concert.
care representatives are now even more empowered to both
Working Together for
Better Customer Care
One of the largest global Microsoft Dynamics partners, AlfaPeople
was instrumental in integrating Parature’s technology into the
respond quickly and then categorize each case using AlfaPeople’s
Quick-case technology. Through this categorization, nTelos Wireless
can use analytics to further define and refine its business and
customer care processes and direction in real time. “After only
two-and-a-half months, our AlfaPeople, Parature and Microsoft
Dynamics CRM investment had paid for itself,” notes nTelos’ Peter
AlfaPeople ITSM solution which runs on the Microsoft Dynamics
Friedenberg, Project Manager.
CRM platform. AlfaPeople demonstrated its own dedication to
Inspiring Customer Loyalty
and Business Success
customer care, getting to know nTelos‘ specific business processes
and requirements while helping the nTelos team become familiar
with its new solution capabilities and promoting user adoption.
Internal results of the integration proved just as impressive,
with a 30% reduction in training time for new customer care
representatives due to the fact that the majority of their processes
and information were now on a single platform. nTelos Wireless
estimates a $160,000/month savings from a 20% reduction in
phone calls to customer care and the increased efficiencies
associated with the new platform.
Building on Company and
Customer-Facing Benefits
With the new features and capabilities that have come through
In a highly-competitive market, nTelos Wireless is connecting
with more and more customers via an increasingly meaningful
differentiator: customer care. The brand’s mission statement sums it
up, saying “We inspire loyalty by connecting with each customer to
deliver the best customer value and best customer experience, and
will positively impact the communities we serve, and the lives of our
associates.” The statement above requires ongoing dedication from
an entire brand, but as you can see, nTelos Wireless is continuing to
make proactive and personalized customer care investments that
are both inspiring loyalty and propelling business success.
The Results
the addition of AlfaPeople ITSM and Parature solutions on the
Microsoft Dynamics CRM platform, nTelos continues to realize
added benefits. Because the solution is highly configurable,
•
nTelos representatives are now empowered to make additions
on a single platform.
and adaptations to respond quickly to both changing business
conditions and analytics reports, instead of going through more
•
access to 24/7 answers and information.
In addition, Parature’s knowledgebase feedback and analytics are
online, so that customers can always get the information they need
at the time, and on the channel, of their convenience. Parature’s
•
Reduced FAQ calls by 20%.
•
Empowered agents and reduced new
mobile-responsive support portal further facilities online self-
customer care agent training time by 30%.
service, even when customers are on the go. More than 10,000
customers per month currently utilize nTelos’ online support portal,
Deployed a mobile-responsive online
support portal to provide customers with
complex project processes to do the same thing.
helping nTelos add even more helpful answers and information
Integrated complementary care solutions
•
Realized ROI in less than 3 months.
with half of those accessing it using a mobile device. Parature‘s
EasyAnswer functionality also helps customers find online answers
faster by presenting the most relevant answers and information as
customers type their question or keyword.
For additional information, visit www.alfapeople.com/customer-care.